S PAUL JOHNSON
Bengaluru
Summary
Results-driven Senior Quality Analyst at Concentrix with expertise in quality assurance and root cause analysis. Successfully enhanced compliance through comprehensive audits and policy drafting, while fostering team collaboration. Proven track record in trend analysis and user safety monitoring, leading to significant improvements in performance and site quality.
Overview
4
4
years of professional experience
Work History
Senior Quality Analyst
Concentric
Bangalore
09.2024 - Current
- Conducted regular quality audits to ensure compliance with established standards.
- Performed root cause analysis on defects and recommended corrective actions.
- Delivered comprehensive audit reports detailing insights to address performance gaps.
- Facilitated team huddles to discuss feedback, challenges, and performance metrics.
- Monitored customer feedback to identify and resolve recurring issues promptly.
- Conducted one-on-one feedback sessions, leading to improved individual quality scores.
- Drafted enhanced quality evaluation policies, establishing zero tolerance for critical parameters.
Trust and Safety Analyst
Concentric
Bangalore
09.2021 - 09.2024
- Increased platform safety by identifying trends in harmful content.
- Enhanced user experience by monitoring and removing inappropriate materials.
- Maintained high accuracy in flagging prohibited content, improving site quality.
- Strengthened team efficiency by training new moderators on best practices.
- Proactively identified policy update areas, reducing inconsistencies in moderation decisions.
Education
B.com (industry Integrated) - Accounting And Finance
Reva University
Bangalore 09-2021
Skills
- Quality assurance
- Root cause analysis
- Quality auditing
- Policy drafting
- Trend analysis
- User safety monitoring
Accomplishments
• A three-year consecutive 5-star rating achiever
• Consistent track record of high quality and productivity
• Worked on client-initiated projects
• Developed and enhanced policies and workflows, streamlining processes to improve efficiency, reduce errors, and ensure compliance with organizational standards
Timeline
Senior Quality Analyst
Concentric
09.2024 - Current
Trust and Safety Analyst
Concentric
09.2021 - 09.2024
B.com (industry Integrated) - Accounting And Finance
Reva University